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InvGate Blog

InvGate Service Desk COVID-19 Response Program

Posted by InvGate on March 24, 2020 at 9:09 AM

coronavirus-response

Note: This is part of a larger InvGate COVID-19 response program. You can read all about it in the announcement here. In particular, existing InvGate customers or organizations working directly on pandemic response for COVID-19 have more specific programs available.

COVID-19 is having an unprecedented impact on people and businesses around the world. Whatever your organization does, chances are you have been (or will be) impacted by COVID-19 in one way or another. 

Our products help you to manage and track incoming work efficiently, which will become particularly important in the current circumstances. For that reason, we’ve decided to make InvGate Service Desk available free of charge for any organization that requests it.

What you’ll get

We’re offering our full cloud-based InvGate Service Desk solution for free for 120 days to help you deal with any issue you're experiencing during the COVID-19 pandemic.

We’ve put together a series of video tutorials that will guide you through a simple configuration to set up an HR employee request tracking and self-service portal. This is an example configuration that many will find useful for COVID-19 response, but you can adapt these ideas to any type of questions, requests, or work you have on your plate (more ideas below). This is what it will look like when you’re done:

How to get started

In order to get your free InvGate Service Desk solution, please fill in the form here, or click the button below.

Get InvGate Service Desk

Once your system is set up, you’ll receive an email containing a URL and administrator credentials that you can use to follow along in the video tutorials below. You’ll also get instructions on how to access our own support system where you’ll have access to our knowledge base as well as our training, support, and customer success teams to help you get started.

How to set up your service desk

Once you have received your InvGate Service Desk URL and credentials, you can follow along our initial configuration video to help you get started in a few minutes.

In this first video, you’ll learn how to do the initial setup for your Service Desk. You will create accounts for people in the HR team, define categories for the types of questions or requests they need to manage, and set up accounts for employees in two different ways: by importing a CSV file, or by allowing them to sign up to the service desk directly.

Once you’re up and running, you can also set up an email configuration to allow for easier communication between the HR team and employees. 

In this next video, you’ll learn how to configure notifications for updates on tickets, as well as an incoming e-mail address for receiving new requests.

Finally, we introduce two powerful tools to start managing the HR workload more efficiently: Breaking News, and the Knowledge Base.

In this video you'll learn how to use Breaking News to make announcements to everyone on your team, and the Knowledge Base to field common questions with or without human assistance.

 

What else can you use this for, other than HR?

The video tutorials above describe a simple configuration for an HR department, but our system is not specifically designed for that purpose. Any team that provides services or support to others can use InvGate Service Desk to streamline their work, organize it efficiently and gain improved visibility over everything they are doing. 

Other common use cases for our system include:

  • IT teams use it for supporting employees or customers with their use of technology (such as helping everyone to get up and running with their VPNs when they need to start working from home)
  • Maintenance teams in organizations of all sizes use it to receive and track requests for repairs or replacements for furniture and other equipment.
  • Facilities teams use it to manage work orders and keep track of approvals or complex tasks that require coordination of many different team members.
  • Legal teams use it to manage contract review requests, while streamlining approval processes involving multiple stakeholders. 

How you can help us

Help us spread the word. If you know of any organization that can benefit from InvGate's COVID-19 response program, tell them about us, or tell us about them. Outside of that, please share this information on social media. If you have any ideas of other things we can do to help with the current COVID-19 situation, please let us know by contacting us through our social media channels (LinkedIn, Facebook, or Twitter) or by using our website contact form

 

Topics: Service Desk, COVID-19

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